CASE STUDY: Cape Peninsula University of Technology

CPUT Realizes Success Using Ivanti for
Business Service Management

Profile:Cape Peninsula University of Technology(CPUT) hosts 34,000 students, employs close
to 2,000 staff members, spans 11 campuses,and supports more than 80 undergraduate andpostgraduate courses in programs including
applied sciences, business and management,education, engineering, health and wellness,and informatics and design.

South Africa’s only university of technology in theWestern Cape, and the largest university in the region.

ITIL Expertise Leads to Ivanti DeploymentIndustry:
Higher education

Website:www.cput.ac.za

Solutions:
Ivanti® Service Manager, powered by HEAT

Benefits:▪ Strong support for self service to speed incident

reports and requests for service in CPUT’s environment.
▪ Automation increases the chance of CPUT’sbusiness-process success▪ Enabled CPUT to improve ITSM reporting for auditing

purposes

Just a little over a decade ago, the Cape Technikon andPeninsula Technikon colleges merged to create South
Africa’s Cape Peninsula University of Technology. The
union was one of many important steps the country wastaking to transform its higher education system to meetthe needs of a more technology-oriented economy,among other goals.
The institution’s birth brought the two organization’s IT
departments together. To guide the activities of theconsolidated IT department and improve performance andservices, CPUT also created a cross-functional unit tomanage, implement, and maintain strategic functions andprocesses, such as IT service management and auditing.

▪ Enhanced mobile platform capabilities improved

workflows allowing CPUT to save time

“The amount of reporting we can generate
and automate is a big benefit. In the ITenvironment, the focus on audit is strong,
especially in change management.”—Hennie Pretorius, Strategic Services Manager, CPUT

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CASE STUDY: Cape Peninsula University of Technology

Its first step to ensure success was to invest heavily in ITIL
as a discipline. CPUT had developed strong skills in theframework, familiarity with the terminology, and a keen
focus on functional requirements and capacity managementfor defining, managing, and delivering IT services in a costeffective and timely way, which means it knew exactly what
it needed when it came time to acquire a solution to support
ITSM best practices according to ITIL.
That solution was Ivanti Service Manager, (formerly HEATService Management), which CPUT implemented forService Desk, Incident Management, Service Level
Management, and Change and Configuration Management,of which a fundamental component is the Configuration
Management Database (CMDB). CPUT also enlisted Blue
Turtle Technologies to serve as a solution provider andconsultancy for its service management initiatives
using Ivanti.
“We engaged with CPUT to lend our expertise to migratethem from ITSM version 7 to Ivanti Service Manager and toassist them with aligning the new platform to best practiceand their service management policies and procedures. Our
experience with platform migrations proved invaluable inensuring a smooth transition to Ivanti,” says Paul
Bornhutter, product manager at Blue Turtle Technologies.

Ivanti Meets Mobile Requirements
and Audit Demands
Since the initial deployment, CPUT has stayed current
with Ivanti software versions, with IT taking advantage
of enhanced capabilities, including self service for creating,tracking, resolving, and closing incidents and requests
for service.
“Even if a manager is not on campus, they can approve an
RFC [request for change] or look at calls on their phone,”says Hennie Pretorius, strategic services manager at CPUT.
“People are roaming more, and what is beautiful about Ivantiis that even if you are not on campus, you can do your work
and it still gets recorded.”
CPUT’s IT team of a few dozen people has been reaping
benefits from Ivanti since it began using the technology,
much of it thanks to the strong support for self service andautomation that the solution has had all along.
“We’ve created a lot of self-service applications that users
can log onto,” says Pretorius. “The biggest use ofautomation at this time is self service within IT.” Among
those users are students and academics who request
services or help, as well as support staff who fulfill thoserequests, such as activating new laptops or resolving
incidents. Whether users prefer to request service or report
an issue via self service or call the service desk, therequests are routed swiftly to the right support team.
Change management is highly automated, and approvalroles are assigned automatically to specific teams. “Thevalue of process automation can’t be underestimated, andeliminating manual tasks lessens the risk that importantbusiness processes like change management will fail,”
Pretorius explains. Even better is automating that process
as simply as possible, which CPUT has done for change
management “using the strength of Ivanti,” he says.
Ivanti Service Manager reporting also makes it possible for
the IT staff to get real statistics into the relationship between
an incident, problem, or change, and provide evidence ofchange governance to both external and internal auditors.
“The amount of reporting we can generate and automate isa big benefit. In the IT environment, the focus on audit isstrong, especially in change management,” says Pretorius,and analysis of logged calls enables IT to understand andconvey the impact of one configuration item change on

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CASE STUDY: Cape Peninsula University of Technology

another, reducing the chances of unintended service
outages. “Those are the biggest advantages of Ivanti,”
he says.

Supporting More Business Service Workflows
IT’s use of Ivanti for IT service management has beenso successful that Pretorius has been showcasing thetechnology to other service-related units at the university.
“They could see how to handle queries in terms of stats,”
he says. “In terms of customer focus and service delivery,
any question is logged and handled properly.”
The showcases were a success. Now, other departments
have begun deploying Ivanti for handling their requests,
including Legal and Maintenance & Facilities. For example,“any facilities or maintenance request, such as painting, willgo through Ivanti in the future,” Pretorius says.
Additionally, Ivanti’s powerful workflow engine hasapplications for a large contracts-management project theuniversity is spearheading. CPUT plans to leverage Ivanti
to follow the lifecycle of contracts from inception to renewal,
capturing details and approval phases, automating
previously manual tasks. Ivanti will be used to ensure thattasks related to legal department documents are managed
and processed in a timely way and that relevant alerts areissued as needed. “We’ll use it for all types of contracts,” hesays. “During classification, there will be 16 to 20 contracttypes—from payments, to memos of understanding, to legal
contracts and software maintenance contracts.”

Sharing Expertise with the Community
Pretorius is sharing the expertise CPUT has developed fromusing Ivanti with others in the Western Cape. He and his
team also have showcased Ivanti, and how CPUT has
applied it to business processes to other members of auser community in the region.
CPUT is supporting Ivanti’s efforts to expand service
management and Ivanti expertise in the Western Cape,
including making labs available and potentially a shortcourse. “We’d like to make Ivanti more accessible to the
local market, and share skills and competencies with one
another,” he says.

What’s Next for Service Excellence“When we embarked on the migration journey with CPUT,
we had no idea how positively users would react to the newwww.ivanti.com

web-based Ivanti platform,” says Bornhutter of Blue Turtle.
“Not only was the dramatic increase in client performancewell received, but the fact that users could access thesolution from any network-linked device meant an increasein Ivanti’s adoption with the university.”
CPUT is looking forward to the portfolio and project
management module in the next version of Ivanti Service
Manager to support a new project office to standardize all
their projects in IT and other departments. Features
focusing on project lifecycle workflows in combination withrelease management, for example, would provide significant
value in terms of supporting projects.
There’s plenty of value still for IT to exploit with IvantiService Manager. Team members conduct surveys forevery closed call and users of the solution meet monthly
to discuss current processes and how they can be
improved upon.

“We haven’t used the full potential of this product. It’s sopowerful,” says Pretorius. “We’re extremely happy with it
and we see ourselves investing in Ivanti for many years
to come.”“Together with Hennie’s vision, his belief in the powerof the Ivanti platform, and our product expertise, webelieve that Ivanti will grow its way in all areas of theuniversity that have a need for a service management
platform,” concludes Bornhutter.

“It’s such a powerful product. We see
ourselves investing in Ivanti for manyyears to come.”—Hennie Pretorius, Strategic Services Manager, CPUTCASE STUDY: Cape Peninsula University of Technology

ABOUT BLUE TURTLE
Blue Turtle Technologies provides solutions for optimizing,enhancing, and leveraging existing IT investment, andsupporting the cost-effective delivery of new technology
initiatives. With experience from mainframe to desktop,
Blue Turtle delivers solutions for the effective managementof IT infrastructures, employing innovative software
products backed by best-practice implementation services.
Blue Turtle’s strategy leverages best-in-class software
products brought together from leading international andSouth African software providers to deliver compelling andcost-effective technology management solutions tocustomers. For more information, go towww.blueturtle.co.za.

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